Senior Manager- Operations (Telematics, Fuel Card and Fastag)

Role Summary

The Operations Head will own end-to-end operations for Telematics products, Fuel Card and Fastag ensuring smooth customer onboarding, inventory management, documentation, issue resolution, and team performance. The role requires leading operations teams, optimizing processes, and maintaining regulatory compliance, while delivering a high-quality customer experience.

Key Responsibilities

1. Operations Management

• Oversee end-to-end operations for FASTag issuance, activation, and lifecycle management.
• Manage operational processes for Telematics products, including GPS device installation, fuel sensors, fleet data management, and monitoring.
• Ensure timely inventory availability for FASTag kits, GPS devices, and Fuel Cards.
• Monitor and control stock levels, procurement, and distribution to field teams.

2. Team Leadership & People Management

• Lead and manage documentation executives, field operations teams, and support staff.
• Hire,train, and develop talent to maintain operational efficiency.
• Set KPIs, monitor performance, and ensure accountability across teams.

3. Documentation & Compliance

• Ensure accurate and timely completion of customer documentation for FASTag and Telematics products.
• Monitor compliance with company policies and regulatory requirements (NPCI/NHAI).
• Conduct regular audits to reduce errors and improve process adherence.

4. Issue Resolution & Customer Support

• Serve as escalation point for customer or field issues related to FASTag, GPS devices, Fuel Cards, or financial services.
• Drive quick resolution of operational, technical, and service-related problems.
• Coordinate with field teams, vendors, and partners to minimize service disruptions.

5. Partner & Stakeholder Management

• Liaise with banks, NBFCs, NHAI/NPCI authorities, OEMs, and fleet partners.
• Manage vendor partners for device supply, installation, servicing, and logistics.

6. Process Optimization & Reporting

• Develop and implement SOPs for operations, documentation, and inventory management.
• Track operational KPIs such as FASTag issuance & activation, device installations, inventory utilization, and issue resolution time.
• Prepare dashboards and reports for senior management to drive data-driven decisions.
• Identify process gaps and implement continuous improvements to increase efficiency.
  

Skills & Qualifications

• Graduate / MBA preferred
• 10+ years in operations leadership, preferably in FASTag, payments, fleet management, or mobility solutions
• Experience managing documentation teams, inventory, and field operations staff
• Strong knowledge of Telematics systems, GPS devices, Fuel Cards, and FASTag operations
• Excellent problem-solving, analytical, and process optimization skills
• Strong communication and stakeholder management capabilities
• Ability to drive issue resolution and maintain SLA adherence

Experience

10+ years in operations, preferably in payments, mobility, or fleet solutions, with experience managing large teams